Holder accepted a grant but it's not showing in their Carta portfolio

Our holder got the acceptance email, clicked through, signed everything. Grant shows as accepted on our end. But when they log in to their portfolio, nothing is there.

We tried resending the invite. That didn't do it.

Digging into it more, the grant appears signed on the approvals tab but is still showing as pending on the security ledger.

Has anyone run into this? Did retracting and resending the grant actually fix it for you, or did you need to go a different route?